FAQs for Clubs

Ordering

Can I purchase the products even though my facility does not license LES MILLS® programs?

YES! You do not have to be a LES MILLS® Licensee to purchase equipment. LES MILLS® Equipment is available to all health clubs, fitness studios, gyms, corporate wellness centers, spas, and other fitness facilities that use equipment and not for resale to the public.

How do I place an order?

All club orders can only be placed through our Equipment Specialists. Please email info@lesmillsequipment.com with the following information:

1. The products and quantities you are looking to purchase
2. Shipping address

Our Equipment Specialists will prepare your quote to begin the ordering process.

How do I get a Quote?

To request a quote, please email info@lesmillsequipment.com with the following information:

1. The products and quantities you are looking to purchase
2. Shipping address

Our equipment specialists will prepare your quote to begin the ordering process.

Can I add, remove, or change products for an order that has already been submitted?

We are not able to change an order once it has been placed due to fast warehouse processing. You can place an additional order if you wish to purchase additional items. If you want to remove or change products, you can initiate a returns process after your original order is delivered.

Shipping & Delivery

What are my shipping options?

We offer 2 different shipping options, varying in price, for orders over 150 lbs. as below:

1. Delivery to Dock/Ground outside customer facility
2. Delivery inside customer facility, day and time definite for ETA

For orders above 150 lbs. the carrier will contact the customer at the phone number provided on the order to confirm delivery timeframe.

For orders under 150 lbs. a courier service will be used. Our system will automatically select the cheapest option for you. If you have purchased equipment as part of an LMOD subscription bundle your order will fall under the 150 lbs. threshold so a courier service will be used.

When will my order be shipped?

Orders will be processed within 5 business days. Shipping times are additional to this depending on the shipping option you choose at checkout (e.g. UPS Ground, UPS Surepost,or Mainfreight trucking). Please note shipping timeframes also apply to business days only. Orders outside the continental Unites States may take longer. Due to COVID-19 affecting some businesses and movement within regions there may be an additional delay in shipping time of up to 5 days.

Please note that orders are not processed or shipped on Saturdays or Sundays.

How do I track my freight carrier shipment (for couriers see below)?

For orders over 150 lbs., to track your shipment go to https://www.mainfreight.com/track. Enter your order number as your reference number. Most orders arrive within 7-10 business days of ordering.

If you are still unable to track your order, please contact info@lesmillsequipment.com

How do I track my order from UPS?

You will receive a tracking number for your UPS shipment when you receive the shipping confirmation email. If there are multiple cartons in your order there will be a tracking number assigned to each. Visit www.ups.com/track and enter the tracking number. It will show how many pieces you have in the shipment and the estimated delivery date. Click into the hyperlink (eg “1 of 4 piece shipment”) and it will show each of the tracking numbers assigned to your full order.
Each carton within an order may not be delivered at the same time or the same day. If you have not received your full order within the estimated delivery time, please please contact info@lesmillsequipment.com.

Who do I contact if my order is showing as “Delivered,” but I have not yet received my items?

If more than 5 business days have passed from the delivery date listed on your tracking information, please email info@lesmillsequipment.com with the following so we can help you file a claim and receive your product.

1) Your order number
2) Photos clearly showing the contents of what you received and the packaging it came in
3) A detailed description of the issue

I ordered a SMARTBAR™ Weight Set with Bar OR Don Oliver BODYPUMP™ Weight Set with Bar, and I only received the weights or bar – what do I do?

SMARTBAR™ Sets and Don Oliver BODYPUMP™ Sets are delivered in 2 boxes (Bar in one carton and the Weight Set in another carton). Occasionally, FedEx will deliver one package one day, and the second package the next day. If you track your package using the tracking number provided in your shipment notification and click "Show" on the lower right hand side, it will show you how many packages are in your shipment, and the tracking and status for each individual package.

If both packages say "Delivered" please email info@lesmillsequipment.com with the following so we can help you file a claim and receive your product:

1) Your order number
2) Photos clearly showing the contents of what you received and the packaging it came in
3) A detailed description of the issue

I received my order which included incorrect items or was missing items and/or the goods were damaged upon delivery – what do I do?

Please contact info@lesmillsequipment.com within 3 business days with any issues you have with your order and include the following:

1) Your order number
2) Photos clearly showing the contents of what you received and the packaging it came in
3) A detailed description of the issue
4) Please advise if you noted any damage or missing items on the POD

Cancellation & Returns

Can I cancel my order?

We can attempt to cancel orders within 24 hours of purchase. However, cancellations are not guaranteed, and your order may still ship. Our equipment specialists are available Monday through Friday 9:00 am to 5:00 pm CST to assist you. Please email us at info@lesmillsequipment.com.

If the order has already shipped, we cannot recall it. Please refer to https://shop.lesmills.com/us/shipping-and-returns for information on how to return your items.

Do you accept returns?

We accept returns of unopened cartons within 14 days of purchase. Returns will be refunded for the product purchase price only. All freight charges are the responsibility of the customer. Please email info@lesmillsequipment.com for more information.

Payment

What are the credit card payment options?

We accept Visa, MasterCard, American Express, and Discover. We accept debit cards from the US.

Can I pay by check?

Yes, we accept checks. Please email info@lesmillsequipment.com for more information.

Do you have finance available for clubs?

Yes, Les Mills Equipment has partnered with a finance company to help with your equipment lending needs.
Click here for more information
Click here to apply

Does LES MILLS® charge sales tax?

LES MILLS® is required by law to charge sales tax in all the states where sales tax applies. Rates differ based on your location.

How do I order if my facility is Tax Exempt?
Please email your tax-exempt certificate to info@lesmillsequipment.com We will then contact you to process your order.

Warranties

What warranty does LES MILLS® offer on equipment?

LES MILLS® Equipment provides limited warranties on all products. The limited warranty differs for each product. LES MILLS® used goods are not covered under warranty. You can find SMARTTECH™ warranty information here.

Other questions

How do I care for my SMARTTECH™?

Information on how to use and care for your equipment can be found here: https://www.lesmills.com/merchandise/equipment/care/.

Why has the maximum weight for a SMARTBAR decreased from 60kg/130lb to 45kg/99lb?

The SMARTBAR™ bar has not changed, however, we have decreased the maximum weight recommendation from 60kg/130lbs to 45kg/99lbs. This change has been made in response to the results of testing done as part of ongoing product quality control (QC) to ensure the product is fit for purpose. Since the launch of the SMARTBAR™ in 2012, there has been a significant change in both how it is used and the weight that it is subjected to. This is primarily due to the increasing popularity of high-intensity classes such as GRIT STRENGTH®, and an increase in the overall strength amongst our user bases. We have found through our testing that the increased intensity and frequency of aggressive movements with more than 45kg/99lbs (22.5kg/49lbs per end) loaded on the SMARTBAR™ may result in the bar developing a permanent bend. To ensure our product's safety and an optimal experience, using the SMARTBAR™ with more than 45kg/99lbs is not recommended and will now fall outside our manufacturer warranty.

How do I set up SMARTBAR™ racks?

Please click here for more information on how to set up the SMARTBAR™ racks.

I have questions about Stages Indoor Cycling and Bikes.

Please see the following link for more information on special pricing for Les Mills customers: https://www.stagesindoorcycling.com/lesmills-us
The site will ask that you input contact information and Stages will contact you directly to further assist with any questions and/or actual purchasing.

For additional information, please reach out directly to Stages Indoor Cycling Support team support@stagesindoorcycling.com to ensure a timely response.

In the meantime, please feel free to check out Les Mills Stages bike support documents here

I have other questions.

Our equipment specialists are available Monday through Friday 9:00 am to 5:00 pm CST to further assist you. Please email us at info@lesmillsequipment.com.